Refund Policy

Last Updated: January 15, 2025

1. Overview

At TechNova Studios, we are committed to delivering high-quality technology services that meet our clients' expectations. This Refund Policy outlines the circumstances under which refunds may be issued for our cloud services, mobile development, game development, and consulting services.

2. Service Categories

Our refund policy varies based on service type:

• Custom Development Projects: Mobile applications, game development, custom software
• Cloud Services: Infrastructure setup, hosting, and management
• Consulting Services: Technical consulting, strategy, and advisory
• Support & Maintenance: Ongoing support agreements and retainers

3. Custom Development Projects

Initial Deposit: Initial deposits paid to commence custom development projects are non-refundable once work has begun. These deposits cover:

• Project planning and requirements analysis
• Resource allocation and team assignment
• Initial design and architecture work
• Opportunity cost of declining other projects

Milestone-Based Projects: For projects structured with milestone payments:

• Completed milestones are non-refundable upon client acceptance
• If work on a milestone has commenced, that milestone payment is non-refundable
• Unstarted milestones may be cancelled with refund of associated payments
• Partial refunds are not available for partially completed milestones

Project Cancellation: If a client wishes to cancel a custom development project:

• Client is responsible for payment for all work completed to date
• An assessment of work completed will be conducted within 5 business days
• Refunds of any advance payments beyond completed work will be processed within 14 days
• Cancellation fees may apply as specified in the service agreement

4. Cloud Services

Infrastructure Setup: One-time setup fees for cloud infrastructure are non-refundable once configuration work has commenced. This includes:

• Server provisioning and configuration
• Security implementation
• Database setup and migration
• Initial deployment and testing

Recurring Hosting Fees: Monthly or annual hosting and management fees:

• Billed monthly in arrears: No refund for current billing period
• Annual prepayments: Refundable on a pro-rata basis for unused full months, minus a 15% administrative fee
• Minimum 30 days notice required for cancellation
• No refunds for partial months

Service Level Agreement (SLA) Credits: If we fail to meet our 99.9% uptime guarantee:

• 99.0-99.8% uptime: 10% service credit for that month
• 95.0-98.9% uptime: 25% service credit for that month
• Below 95.0% uptime: 50% service credit for that month
• Credits applied to future invoices only; not available as cash refunds

5. Consulting Services

Consulting and advisory services are billed hourly or per engagement:

• Hourly consulting: Billed for actual time spent; no refunds for completed sessions
• Retainer agreements: Unused hours may be forfeited at month-end unless rollover is specified
• Strategy engagements: Non-refundable once deliverables have been provided
• Prepaid consulting blocks: Refundable for unused hours within 90 days of purchase, minus 20% administrative fee

6. Support & Maintenance Agreements

Monthly Support: Ongoing support agreements:

• Billed monthly in advance
• Cancellable with 30 days notice
• No refund for current month upon cancellation
• Service continues through end of paid period

Annual Support: Annual prepaid support contracts:

• Refundable on pro-rata basis for unused full months
• 15% administrative fee applies to refunded amount
• Minimum 60 days notice required
• Early termination fee may apply as specified in agreement

7. Refund Eligibility Criteria

Refunds may be considered in the following circumstances:

• Non-Performance: We fail to deliver agreed services within reasonable timeframes without valid cause
• Material Breach: We materially breach the service agreement terms
• Service Unavailability: Extended service outages beyond SLA commitments
• Misrepresentation: Services delivered substantially differ from what was contractually agreed

Refunds Will Not Be Issued For:

• Change of mind or business direction
• Client's failure to provide necessary materials or feedback
• Delays caused by client actions or inactions
• Third-party service failures beyond our control
• Client dissatisfaction with subjective aspects that meet objective specifications
• Work completed in accordance with approved specifications

8. Requesting a Refund

To request a refund, clients must:

1. Submit a written refund request via email or registered mail
2. Include original invoice numbers and payment details
3. Provide detailed explanation of refund justification
4. Submit request within 30 days of the issue arising

We will acknowledge refund requests within 3 business days and provide a decision within 10 business days of receiving all necessary information.

9. Refund Process

Approved refunds will be processed as follows:

• Review Period: Up to 10 business days to assess request
• Approval Notification: Written confirmation of approved refunds
• Processing Time: Refunds processed within 14 business days of approval
• Payment Method: Refunds issued to original payment method when possible
• Bank Transfer: Alternative refund method if original method unavailable

Bank transfer refunds may take 5-10 additional business days depending on banking institutions.

10. Partial Refunds

In certain circumstances, partial refunds may be offered:

• When only portion of services are affected by issues
• For prorated cancellations of prepaid services
• As negotiated resolution to disputes
• When SLA credits are insufficient to address service issues

Partial refund amounts are calculated based on work completed, time elapsed, and severity of issues encountered.

11. Chargebacks and Disputes

We encourage clients to contact us directly regarding payment disputes before initiating chargebacks:

• Chargebacks may result in immediate service suspension
• We reserve the right to provide evidence to dispute unwarranted chargebacks
• Chargeback fees may be billed to client if dispute is resolved in our favor
• Repeated chargebacks may result in termination of business relationship

12. Force Majeure

No refunds are provided for delays or non-performance caused by circumstances beyond our reasonable control, including:

• Natural disasters, pandemics, or acts of God
• War, terrorism, or civil unrest
• Government actions or regulatory changes
• Internet infrastructure failures
• Third-party service provider outages

13. Satisfaction Guarantee Exceptions

For specific service packages marked with satisfaction guarantees, special terms may apply:

• Guarantee terms are specified in individual service agreements
• Guarantee periods typically range from 30-90 days
• Client must demonstrate good-faith effort to work with our team
• Guarantee does not cover services already substantially delivered

14. Modifications to Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. However:

• Existing service agreements remain governed by refund terms in effect at signing
• Material changes affecting existing clients will be communicated directly
• Continued use of services after policy changes constitutes acceptance

15. Governing Law

This Refund Policy is governed by the laws of the Federal Republic of Germany. Any disputes arising from refund requests shall be subject to the jurisdiction of courts in Alsdorf, Germany, and resolved in accordance with our Terms & Conditions.

16. Contact Information

For refund requests, questions, or concerns about this policy, please contact us:

We are committed to fair and transparent business practices. While this policy outlines standard procedures, we evaluate each situation individually and may make exceptions in extraordinary circumstances at our discretion.

Acknowledgment: By engaging our services, you acknowledge that you have read, understood, and agree to this Refund Policy.